When I'm at the airport and my flight is cancelled, I call my travel agent who gives me travel alternatives. But copying down new itineraries—flight numbers, confirmation numbers, addresses, and telephone numbers—can require several frantic minutes of repetition and scribbling. However, if my travel agent could send me instant messages, the interaction would be quite different. Instant messages would help me decipher complicated lists of choices. When we finished, instant messages would contain my entire itinerary.